Our client is the world’s largest leisure company with a ﬂeet of more than 100 ships visiting more than 700 ports globally. And with over 11.5 million guests sailing every year with our client’s ﬂeet, the company faced difﬁculties in offering a wealth of shore experiences for all tastes and activity levels.
Even before the cruise journey starts, the tourists cursing had to prebook the shore excursions when booking the cruise itself.
And, after onboarding the cruise, the client handled the entire shore excursions manually, such as excursion booking, pass issuance, rebooking, payments, etc. The cruise executives carried this out by handing out physical excursion brochures, physical printouts to each tourist.
Also, the client could not market and sell the excursion at scale, as executives had to explain everything verbally to every tourist. And repeat the same for every port for multiple tourists, which created a bad customer experience.
To overcome the challenges of hiring more executives and providing training to promote shore excursions, the client wanted a cost-savvy offshore solution promoting tourism and offering a superior customer experience.